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5 Top Customer Service Articles For the Week of December 21, 2020

ShepHyken

My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994.

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5 Top Customer Service Articles For the Week of December 14, 2020

ShepHyken

CXM) The digital transformation of companies accelerated significantly in 2020. My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience.

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5 Top Customer Service Articles For the Week of November 7, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 7, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

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5 Top Customer Service Articles For the Week of December 28, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of December 28, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

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Research Report: The State of Community Management

Online communities provide a wealth of benefits for organizations. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020. Get a free copy today!

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2020 CEP Award Nominations Open

Customercount

It has been announced that nominations will open for the 2020 Customer Engagement Professional (CEP) Award on December 1, 2020 and close on January 14, 2021. The post 2020 CEP Award Nominations Open appeared first on CustomerCount.

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Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

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5 Top Customer Service Articles For the Week of February 17, 2020

ShepHyken

Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. The post 5 Top Customer Service Articles For the Week of February 17, 2020 appeared first on Shep Hyken.

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Meeting Customers Unmet Needs, The New Imperative for 2020

Beyond Philosophy

The post Meeting Customers Unmet Needs, The New Imperative for 2020 appeared first on Customer Experience Consulting. Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade.

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5 Top Customer Service Articles For the Week of March 9, 2020

ShepHyken

According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

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Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class

Speaker: Eric Berg, CEO, ContactCenterPro Consulting

In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.

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2020 Customer Experience: 20 Wishes

ClearAction

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. The post 2020 Customer Experience: 20 Wishes appeared first on Customer Value Performance. Get ahead by making significant turns yourself now.

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5 Top Customer Service Articles For the Week of January 20, 2020

ShepHyken

Loyalty Trends in 2020: How Will This Year Be Different? So, how is our perspective for our loyalty trends in 2020 formed to make it worth your reading time? Travel Megatrends 2020: Subscription Travel Is the Next Frontier of Loyalty by Andrew Sheivachman.

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5 Top Customer Service Articles For the Week of November 2, 2020

ShepHyken

A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customer Support Through The Eyes of Consumers in 2020 by Hiver. The post 5 Top Customer Service Articles For the Week of November 2, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

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5 Top Customer Service Articles For the Week of November 9, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 9, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The experience equation: Happy employees and customers accelerate growth by Vala Afshar.

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Helping Your Agents Manage the Expansion of Customer Channels

Speaker: Noel Roberts, CTO and VP Marketing, Aria Solutions

On average agents are handling 3-4 channels and Gartner predicts that by 2020 organizations will need to address 12 emerging customer channels. In this webinar, Noel Roberts, CTO from Aria Solutions, will discuss how you can arm your agents with the right tools and processes to provide great customer engagements.

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More Customer Service Week 2020

Contact Center Pipeline

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

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5 Top Customer Service Articles For the Week of November 16, 2020

ShepHyken

20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. My Comment: As we head out of 2020, this author shares a list of 20 skills that people in customer-facing roles should show proficiency.

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This is the Most Significant Thing We Learned in 2020!

Beyond Philosophy

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. This episode, we share five significant insights that we gleaned from the notorious year 2020.

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5 Top Customer Service Articles For the Week of March 2, 2020

ShepHyken

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

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Live Interview with Jeannie Walters

Speaker: Jeannie Walters, Founder and Chief Experience Officer, Experience Investigators

Need help giving your CX a human touch? Not sure what data you should be using at to make loyal customers? Are you struggling with making VoC the center of your company's mission? Whether you're just starting out your CX program, or you need to tweak an existing one to pandemic standards, register for this conversational webinar where we'll talk about it all! Join Jeannie Walters, CCXP, founder of Experience Investigators and come ready with questions to jumpstart your CX with the wisdom of a CX expert.

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Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

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5 Top Customer Service Articles For the Week of November 30, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 30, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

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5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

2020 Predictions For Marketing And Customer Experience by Mark Floisand. My Comment: We’re almost to the end of February and there are still articles coming out with predictions for 2020.

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5 Top Customer Service Articles For the Week of November 23, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 23, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

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Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

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5 Top Customer Service Articles For the Week of October 26, 2020

ShepHyken

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year.

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1 in 4 Will Lose Their Job in 2020

Beyond Philosophy

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. The post 1 in 4 Will Lose Their Job in 2020 appeared first on Customer Experience Consulting.

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5 Top Customer Service Articles For the Week of May 4, 2020

ShepHyken

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. The post 5 Top Customer Service Articles For the Week of May 4, 2020 appeared first on Shep Hyken.

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The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year.

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The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.

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5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of September 21, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly.

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Customer Service Team Appreciation 2020

Contact Center Pipeline

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.

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5 Top Customer Service Articles For the Week of April 27, 2020

ShepHyken

” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. My Comment: Even though we’re at the end of April, it’s still not too late to compile a list of trends in 2020.

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5 Top Customer Service Articles for the Week of January 6, 2020

ShepHyken

6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s. The post 5 Top Customer Service Articles for the Week of January 6, 2020 appeared first on Shep Hyken.

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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.

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5 Top Customer Service Articles For the Week of May 18, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of May 18, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane.

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5 Top Customer Service Articles For the Week of September 7, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of September 7, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We

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5 Top Customer Service Articles For the Week of August 17, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of August 17, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais.

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5 Top Customer Service Articles For the Week of August 10, 2020

ShepHyken

The post 5 Top Customer Service Articles For the Week of August 10, 2020 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.